(This takes place while I am standing in line waiting to return a few items. At this point myself and two other customers have been waiting for 20+ minutes for a manager on duty to come and approve our returns with their code. As we wait, a line begins to form and the cashier politely asks if we are okay with moving to the second lane to wait.)

Cashier: “Once again, I am so sorry for your wait. I have no idea where she could be!”

Me: “That’s okay. Are you sure she is alright? Maybe you should check on her?”

(We wait another 5 minutes or so. Finally, a woman with a deep scowl on her face walks slowly up to the registers and rolls her eyes at the cashier.)

Manager: “What the h*** is your problem, [cashier]? You need to learn some patience! How dare you call out over the speaker so many times! I should write you up for being so annoying! Don’t you know how to do your job?”

Cashier: “I’m sorry, but I had a line of customers with returns and the line was getting longer even when they moved to the side for purchasing customer—”

Manager: “I dont care what you have to say! You need to learn patience! I was trying to secure the money! You…” *points to me* “…what do you need?”

(Note that at this point, the cashier, who has been very friendly during the entire ordeal, is near tears.)

Me: “I have a return.” *to the cashier* “I would just like to tell you that as a Human Resource Manager your attitude and demeanor during this exchange has been impressive. You did a superb job in keeping us as happy as possible while trying to serve other customers under the circumstances you were given. And though your manager is right—she should not leave the money unsecured—she could have contacted you at any point in the last nearly 30 minutes to relay that information to you. And I would not worry about her reporting you, considering she made the wrong decision to berate you in front of 10 customers. Especially this customer!”

(The manager looked at me in startled silence and quickly processed my return. Before I left, I made sure that I made eye contact with both of them as I took out my phone and called their corporate line file my own complaint; every customer in line also followed suit.)